Topic
Service level objective
About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.
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TL;DR: In this paper, the authors examined three targets of commitment in service provider-consumer relationships and their effects on customer loyalty, and found that service consumers distinguish between commitment to a service company, commitment to an individual in the role of service employee, and commitment to another individual outside of the role as a service employee.
Abstract: In two studies, the authors examine three targets of commitment in service provider–consumer relationships and their effects on customer loyalty. The results indicate that service consumers distinguish between commitment to a service company, commitment to an individual in the role of service employee, and commitment to an individual outside of the role of service employee (e.g., a personal commitment such as a friendship). In addition, these three targets of commitment are hierarchically related and have differential effects on various customer responses. The results have implications for both customer relationship managers and researchers studying such relationships.
115 citations
TL;DR: A structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes, and the main findings are that information, cleanliness, and service characteristics like punctuality and frequency of runs have the highest positive effect on service quality.
Abstract: Increasing the use of public transport is one of the most convenient strategies for alleviating the problems resulting from the excessive use of the private car in most metropolitan areas (congestion, pollution, noise, etc.). In order to improve public transport, developing appropriate tools for measuring and monitoring service quality is necessary. Among the various methods for measuring transit service quality the authors choose to adopt a method based on customer perspective because they retain that customers have the right elements for appropriately judging the used service. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes, such as safety, cleanliness, main and additional services, information about the service, and personnel, and to verify which of these attributes are key factors of service quality. Services offered by rail operators in Northern Italy are analysed (32 regional lines, 9 suburban lines, 2 express lines). Data collected by a survey addressed to a sample of more than 16,000 passengers are used for calibrating the model. The proposed model can be useful both to transport agencies and planners to analyze the correlation between service quality attributes and identify the most convenient attributes for improving the supplied service. The main findings are that information, cleanliness, and service characteristics like punctuality and frequency of runs have the highest positive effect on service quality. In addition, the authors experimented with the introduction of indicators explaining the endogenous latent variable different from the traditionally used indicators, such as an index based on both satisfaction and importance rates.
114 citations
TL;DR: In this article, the authors show that non-institutional responses, such as personal relations and networks of contacts and co-operation, are often more important than visible institutions, while these responses are manifested mainly in the form of visible institutions.
Abstract: The relationship between consultants and their clients is characterized by a considerable asymmetry of information. In this type of relationship, the client is unable accurately to evaluate the quality of the service or advice purchased. The process of purchasing advice (in terms of both selection and evaluation) appears to be very complex, and most existing models seem unsuitable. However, this does not prevent market actors from developing responses to the problems of information asymmetry which characterize the consultancy relationship. Shows that, while these responses are manifested mainly in the form of visible institutions, non‐institutional responses, including personal relations and networks of contacts and co‐operation, are often more important.
114 citations
Patent•
08 Sep 1998TL;DR: In this article, a facility for ranking service classes in terms of their relative levels of need for additional server resources is described, which utilizes a set of goals, each identifying a service class to which it applies and a goal criterion for the service class, and each specifying a desired service level specifying a minimum percentage of transactions of the service classes identified by the goal for which the goal criterion should be satisfied.
Abstract: A facility for ranking service classes in terms of their relative levels of need for additional server resources is described. The facility utilizes a set of goals, each identifying a service class to which it applies and a goal criterion for the service class, and each specifying a desired service level specifying a minimum percentage of transactions of the service class identified by the goal for which the goal criterion should be satisfied. Each goal further specifies an indication of the level of importance of the goal. For each goal, the facility determines an achieved service level indicating the percentage of completed transactions of the service class identified by the goal for which the goal criterion specified by the goal was satisfied. The facility further identifies any goals whose desired service level exceeds their achieved service level. The facility then selects, for each service class identified by at least one identified goal, the goal identified by the service class whose importance indication indicates that it is the most important. The facility then ranks the selected service classes identified by the selected goals in accordance with the importance indications of the selected goals.
114 citations
TL;DR: In this paper, the authors discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity.
Abstract: Purpose – The purpose of this paper is to discuss the intertwining of productivity, quality and innovation in the service domain and, based on that discussion, propose and examine the implications of a service productivity framework that incorporates not only the company's perspective (as is done traditionally) but also the customer's perspective and a typology for classifying service innovations on the basis of their potential impact on productivity from the company's and the customer's perspectives.Design/methodology/approach – The service productivity framework and service innovation typology are developed by synthesizing – and extending – concepts and insights from the relevant literature pertaining to productivity, quality and innovation.Findings – Analysis and discussion of the proposed frameworks lead to the overarching conclusion that strategies to improve service productivity, enhance service quality or implement service innovations, are likely to be suboptimal if pursued in isolation. As such, i...
113 citations